Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please note; we don't do cash-back refunds. All returns will be refunded in the form of a voucher with store credit.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Returns that do not meet our policy will be sent back to you and will not be exchanged for store credit.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalized items), personal care goods (such as care products) and seasonal products (such as Christmas related items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Please note that personalised items are not eligible for return such as our dog tags and our vegan leather collars personalised with your dogs initial. You can however exchange your vegan leather collar for a collar in in a different size but in the same colour as the collar you orginally ordered.

To start a return, you can contact us at contact@petaporter.be. Please include your order details and pictures of the unopened goods. If your return is accepted, we’ll email you right away with instructions where to send your package. Items sent back to us without first requesting a return will not be accepted.

* Please note that returns are on the customer's expense and risk.

You can always contact us for any return question at contact@petaporter.be.

Under no circumstances can we be held liable for the loss, theft or damage of the product during the shipping procedure.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Please always make pictures of;
- the outside of the parcel/box
- the inside of the parcel/box
- the material protecting the product
- the damaged product
and send these to us please.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, we will exchange your item in our system and then ship it back to you. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the return was approved or not. If approved, you’ll receive a voucher with store credit that you can then use to spend in our store or online on our webshop at a later time (no expiration date). Please note; we don't do cash-back refunds.